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Unable to determine on the agent end if the calls are overflow

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James Paquera

投稿日時：2021年8月10日

Hi, 

Good day. 

We are unable to determine on the agent end if the calls are overflow. 

Hopefully, talk devs would check and revisit the setup. 
Devs can just add a tag to every ticket that is created from overflow. 
Same with this article: 
https://support.zendesk.com/hc/en-us/articles/360001900507-Managing-overflow-calls-and-after-hours-routing-Talk-Professional-and-Enterprise-#zug_talk_overflow__section_q45_qpf_dfb

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      James Paquera

      Hi Martin Holmes, 
      Apologies for the delayed response. 

      This is for us to determine in actual that the call is overflow and the agent can determine that the call he/she received is an overflow call. Since Agent has a different process if the call is overflow. 

      Hope you understand what I mean. 

      Thanks. 

      James P. 

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      Martin Holmes

      Hi James, 

      Thanks for getting in touch. 

      The current behaviour is: 

      • When Talk sends a call to an overflow number that is not a Talk number, a Support ticket is created. This ticket contains the tag, call_overflow.
      • When a call is sent to an overflow number that is a Talk number, a regular ticket with no tag is created.

      Can you help me understand why adding a tag to calls that overflow to a Talk number would be of value to your agents? 

      Thanks,
      Martin

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